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Intelligence, insight and imagination - the power to change business education
Manager, Business Support Services, Workforce
Location
United States
Posted
39 days ago
Salary
$115K - $135K / year
Seniority
Lead
Job Description
Manager, Business Support Services, Workforce
CarringtonCrisp
• Develop, maintain, and execute quarterly and annual workforce capacity plans to support operational demand, portfolio growth, and strategic initiatives. • Partner with Finance and Human Resources to design cost-effective hiring plans, labor models, and staffing strategies aligned with budget and productivity targets. • Lead the design and execution of workforce management strategies across multi-channel environments, including phone, chat, and email. • Administer, configure, and continuously optimize workforce management systems, tools, and reporting platforms. • Provide real-time and intraday workforce management oversight to proactively identify and mitigate service-level risks. • Maintain working knowledge of dialer support analyst and team lead daily functions to provide backup support, troubleshoot issues, and drive process improvements and automation. • Utilize T-SQL and advanced analytical techniques to identify trends, risks, and optimization opportunities. • Produce and deliver executive-level dashboards and reporting on forecast accuracy, schedule adherence, productivity, and performance trends. • Develop, document, and maintain standard operating procedures (SOPs for forecasting, scheduling, real-time management, and reporting. • Model and evaluate surge capacity scenarios related to volume volatility, portfolio changes, market conditions, or disaster recovery events. • Lead continuous improvement initiatives focused on operational efficiency, workforce utilization, and customer experience. • Carry out management responsibilities in accordance with organizational policies and applicable laws, including employee development, workload planning, performance management, coaching, corrective action, and employee relations. • Advanced knowledge of workforce management principles and forecasting methodologies. • Strong analytical and data-driven decision-making skills. • Experience with workforce management and contact center platforms. • Experience creating ad-hoc reporting to verify and validate business related issues and outcomes. • Ability to interpret complex reporting and workforce related data to troubleshoot and solve business issues. • Proven ability to influence stakeholders and manage organizational change. • Ability to interpret and present staffing and performance trends to leadership.
Job Requirements
- Bachelor’s degree in business, Operations Management, or related field.
- Eight plus (8+) years of workforce management or support operations experience.
- 1 – 2 years’ experience with developing reporting with T SQL.
- Experience in mortgage servicing or financial services is strongly preferred.
Benefits
- Comprehensive healthcare plans for you and your family. Plus, a discretionary 401(k) match of 50% of the first 4% of pay contributed.
- Access to several fitness, restaurant, retail (and more!) discounts through our employee portal.
- Customized training programs to help you advance your career.
- Employee referral bonuses so you’ll get paid to help Carrington and Vylla grow.
- Educational Reimbursement.
- Carrington Charitable Foundation contributes to the community through causes that reflect the interests of Carrington Associates.
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